Vettit Solutions Technical Support Policy

(Subject to change without notice.)

As a part of your WebWare product Free Sign-up & Setup period you receive 8 hours of incident-based support to resolve configuration issues, product usage, training, troubleshooting and other issues you might come upon. Later as an active subscriber you also receive full support from The Vettit Support Team

Support Procedures

1. Existing knowledgebase or FAQs

We offer a list of the most Frequently Asked Questions (FAQs) and other useful information. Some of this information is available directly from inside your system. Please check to see if your question or issue has been already answered.

2. Integrated support system

If you still can't find an answer then the next best thing is to use the technical support system that is available from within your product. This way you can submit a support ticket to our customer service support team.

3. Vettit Support Team

Upon receipt of any support request, a member of the Vettit Support Team will try to identify the nature of the problem and fix it or suggest a proper course of action. This may also include a referral to the product's existing documentation. Users may be contacted for more information concerning the reported problem.

Problem Areas

There are 3 major areas of potential problems:

1. Your ISP, modem, router, hub or network
2. Your computer, its operating system, web browser and other software
3. Vettit Solutions Software Product

If the problem is identified as being 1 or 2, The Support Team will refer the customer to the appropriate source for a solution.

Problems with our proprietary Software will be given our highest priority. A member of our Support Team will give attention to the issue until the customer acknowledges that it has been fully resolved.

If it is determined that the user is attempting to use the software in an improper environment, then the user will be referred to, or given information about, environment requirements and/or advised to contact the party responsible for their operating environment for support.

If it is determined that the user is attempting to use the software to do something it is not designed to do, then the user will be referred to, or given information about, the software's proper use.

Users needing help with feature usage questions will be directed to our customer support for further educational instruction.

Training and Education

Vettit subscribers who need additional training for their staff should contact Vettit to scheduling these activities and for the rates on a per hour basis.

Custom Programming and Data Handling

Subscribers who need custom software coding and data input/output should contact Vettit for rates on a per hour basis.